Increased Importance of Libraries Amongst Users
The National Library of Finland coordinated a customer survey for users of research and special libraries as well as public libraries in 2010. The first national online questionnaire was conducted in 2006. The number of responses rose by 56% compared to the previous survey. In the public library sector, over 80% of the users agreed that the library services had supported their cultural and literary interests. Around 80% of the university and university applied sciences library users thought that libraries had helped to improve the quality of their work and studies, the same was true for 71% of the special library respondents. In all libraries, the staff's willingness to provide assistance was one of the most important factors affecting the quality of service. In terms of their service attitude, libraries were assessed as having succeeded as well or even slightly better than two years ago.